Role OverviewThis role supports banking related campaigns and provides technical support to multiple groups based in various locations. The technical system administrator is a key part of the team, ensuring that dialer systems run efficiently, meet regulatory requirements, and support high-volume call center operations. The Sr. Alvaria/Noble Dialer Technical System Administrator position is responsible for managing and maintaining enterprise-scale dialers, ensuring optimal performance, compliance, and integration with other systems. This role will identify and research data anomalies, partner closely with business leaders to understand day-to-day operations, and assess the impact of upcoming initiatives. Strong collaboration across business and technology teams is critical to success.
Key Responsibilities- Work closely with Alvaria vendor resources to perform system upgrades and enhancements.
- Make recommendations to improve call statistics and operational performance.
- Partner with teams to resolve production issues.
- Utilize advanced SQL to support forecasting, modeling, and performance optimization.
- Identify and communicate opportunities to improve service levels; recommend and drive solutions.
- Support business continuity events and provide after-hours and weekend support for releases and production changes.
- System Configuration & Maintenance: Set up, configure, and maintain outbound dialing systems to support campaign execution.
- Performance and Compliance Monitoring: Monitor call pacing, agent utilization, and system performance to improve connect rates and reduce dropped calls.
- Troubleshooting & Support: Diagnose and resolve dialer issues, coordinate with vendors or IT, and ensure system uptime.
- Integration & Compliance: Ensure seamless integration with CRM, Voice Infrastructure and other contact center tools, and maintain compliance with Corporate Security Policies.
- Additional duties as assigned.
Required Qualifications/Skills - Bachelor's degree in Computer Science, Information Technology, or related field.
- 8+ years of experience with call center outbound dialer technologies.
- Analytical & Problem-Solving: Ability to interpret data, make data-driven decisions, and troubleshoot complex systems.
- Collaboration: Work closely with IT, call center operations, and compliance teams to align technical strategy with business goals.
- Strong troubleshooting background in contact center technologies, including Verint and Alvaria.
- Hands-on experience with Alvaria or Noble outbound dialer platforms, dialer configurations, and list management experience required.
- Strong analytical and problem-solving skills, particularly in outbound dialer environments.
- Experience with contact center platforms (Genesys, Avaya, Verint, NICE, Aspect).
- 4+ year of hands-on Linux OS experience (RHEL 7+ preferred) with detailed knowledge of software installation and network troubleshooting.
- 2+ years PostgreSQL and transact psql experience.
- Experience with ServiceNow, Archer, and Postgres databases.
- Experience with CyberArk preferred.
- Strong communication skills with the ability to lead discussions and host meetings.
- Ability to support production changes after hours, including nights/weekends, and participate in business continuity events.
- Working knowledge of Windo.s Server and Microsoft Internet Information Services.
- Working knowledge of regulatory and compliance requirements related to dialer operations such as TCPA, FDCPA, Do Not Call, and other compliance frameworks.
Location: Pittsburgh, PA (relocation assistance is offered)
